Gorge Top Gardens

Review: On March 29, 2016 I ordered $81.00 worth of plants from The Hosta Farm, which is a subsidiary of Gorge Top Gardens....the total charge was $81.00 for the plants with $7.00 for shipping for a total of $88.00. My charge card was charged on March 29, 2016. Shipment was to be the week of April 18, 2016. Today is May 17, 2016 and I do not have my plants. I have emailed the company 5 times asking for a status update on the shipping of my order---no response. I have called the company 4 times, no one answers but I have left a detailed message asking for an update on my order with a telephone number for them to call back ---no response from the companyDesired Settlement: I want a full refund immediately

Ordered clematis from them. They only sent part of the order and charged for the whole order. Have not been able to contact them by phone and they will not respond to e-mail. DO NOT ORDER FROM THIS COMPANY!

Review: Ordered on 3/3/2015 for an end of March shipping date. Was notified by email that product had shipped (late) on 4/8/2015 with no tracking number provided. Contacted company 3 separate times and left voicemail messages that they never returned. After almost 2 weeks of non-delivery and no way to track the shipment, contacted my bank and disputed the charges.Desired Settlement: I would like for Gorge Top Gardens to publicly apologize ON THEIR WEBSITE to not only ME, but also to the dozens of other people who have gotten horrible customer service from them. I would like for them to apologize for not returning calls in a timely manner, I would like for them to apologize for not including all pertinent shipping information with their notifications, I would like for them to apologize for their late shipment. I would also like them to apologize for the other complaints that they have obviously acknowledged after having a Revdex.com complaint filed against them but chose to ignore when the customer opted for less drastic measures - false advertising, incorrect shipments, etc.

Business

Response:

We are not sure what went wrong on our end with this order but would like to explain our current situation not as an excuse for the failed customer service nor the failure to deliver the customers order but to shed some light on what played a role in the breakdown of service.On February 18th our area was hit with a severe snow storm that dumped over 2 feet of snow that then turned into a heavy rain storm. The weight of the snow caved in the roofs of homes and businesses resulting in millions of dollars of damage. The entire county was put under a local state of emergency. (Please see articles attached).Our business was one of the many that received major damage. The Wise County Building Administrative office surveyed the damage to our business which is on public record and was used by the county to apply for emergency state funding. (Article attached).We lost every greenhouse but two in the storm and all of these had live plants in them. The two houses that did not collapse lost electricity which in turn resulted in a loss of heat which of course killed the plants that were being grown in them. In total we suffered over 545,000 in structural damage and an estimated $175,000 worth of inventory loss. One of the greenhouses that collapsed was attached to our office so when it fell in it took the back of our office building down with it leaving us without an office space for weeks.All of this happened 5 weeks before we were supposed to start shipping. We worked around the clock for 6 weeks repairing and rebuilding greenhouses while at the same time trying to save some of our plants. The crops that where lost had to be ordered from other growers and in this business orders are normally booked months before delivery so it was an extreme challenge to replace the wide range of inventory we grow.We are a very small, family owned business with myself, my wife, my mother, my aunt and one employee so while we were busy trying to get back on our feet we sub contracted customer service out to a company called [redacted] and had all email and phone calls forwarded to their office. We were unaware that customers were not being communicated with until we received our internet based phone system ([redacted]) bill which lists all incoming calls to our toll free number and all outgoing calls. It was clear that only about half of the calls were being returned.We are still trying to work our way out of this mess and have applied for assistance that Governor [redacted] set up to help SW Virginia residents who were affected by the winter storm and flooding. (see attached document).The desired settlement of this complaint is for an apology to be posted to our website. We do apologize for our failures to Mrs. [redacted] but we don't understand the logic of posting it on our web site...how does that help resolve anything? We hope that she will accept this letter as our sincere apology and regret the inconvenience we have caused her.** Photos enclosed of only part of the destruction. More can be provided upon request.Sincerely,[redacted]

Review: Hello [redacted] and Greenhouse Manager, I was totally surprised to receive your e-mail stating that your company’s position is that it wasn’t possible that I received the wrong shipment! In another effort to try to help you understand my situation I went to The Hosta Farm Web Site and made a copy of the Brim Cup picture that you sell and attached it below. This is what I expected to receive but instead the ones received are solid green. Attachments 2394 & 2395 above show the Hostas I received are not Brim Cups. Also, it might be helpful for you to know there was a plastic plant identifier for Brim Cup with a number 10 written on the back that was in the box with the Hostas, whatever type they might be, which does tie into the Order. I am very involved in landscaping and plants and am particular as to my landscaping plans. I bought a Brim Cup Hosta plant 2 years locally (Prospect is 10 miles from downtown [redacted]) and it did not multiply as usual. My efforts to find Brim Cups in local nurseries were unsuccessful so I went on line and discovered that The Hosta Farm sold them. I hope this explanation is helpful from your customer’s viewpoint and would appreciate both of you and all other management individual’s reconsideration. I placed and paid for this order in good faith and would appreciate your correcting this situation. I truly prefer to receive the proper order rather than a refund. Needless to say I look forward to hearing from you. Desired Settlement: I placed and paid for this order in good faith and would appreciate your correcting this situation. I truly prefer to receive the proper order rather than a refund. Needless to say I look forward to hearing from you.

Business

Response:

We no longer have the items in stock. Mailed refund check.

Consumer

Response:

This is to advise I am in receipt of a check as a full refund in the amount of $61.95. The check was deposited in my banking account this morning and I will not know for a few days if I clears the bank. If there is a problem I will advise you at that time.Thank you for your efforts in getting this situation solved which should have never happened. My Response:I placed an order online for 10 Brim Cup Hosta Plants and soon learned they were not what I ordered. I sent photos as proof of what I received and an employee stated in an e-mail, “Not sure what they are or how this happened. After several weeks of trying to get a response with no return communication I had no alternative but to file a complaint with the Roanoke Revdex.com. Need to say I will never reorder from this company based on this unpleasant experience.[redacted]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I placed an order with this company on 7/30/2015. On 8/7/15 my debit card was charged for the order. In mid August I inquired as to when my order would be shipped and was informed that it was scheduled for the week of 8/31/15. After a reasonable time I did not receive my order and inquired as to why. Iwas informed that it should have been shipped and would be done so immediately. Iwas told 2 different times that it was being shipped and one time that I would receive it that week-end. I did not receive it! My last communication to them was to cancel my order and request afull and immediate refund on 10/6/15. I received an email stating my order was canceled and request for a refund was forwarded to their Greenhouse Mgr. However, I wasn't informed as to when my refund would be made nor was I assured that I would get it.

The customer service for this company is HORRIBLE. At no time was an attempt made to make personal contact withme and I specifically pointed this out to and still did not receive a phone call to apologize, explain or anything. In fact, I called their number and received a terse automated answer stating that no one was available to take the call but they would call me back. I;m still waiting.Desired Settlement: REFUND and an apology.

Business

Response:

I apologize for the problems surrounding this order. The order was filed in the wrong ship week and there was some confusion over it being already cancelled and refunded. I am sending the customer some free plants and a full refund for the original order. I regret this did not get taken care of properly by my staff. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered Ferns on April 2, 2013 bill was $140 which included shipping7 ostrich, 7 christmas, 7 cinnamon 5 lady and some painted fernsplanted them according to directions, carefully watered them daily etc.only 2 painted ferns and 2 lady ferns survived... I e mailed company and requested replacements.. no answer.. tried to call no answer... they ignore youDesired Settlement: either replacement or refund... thanks for the opportunity to comment on this matter... I should have read the reviews prior to ordering from them.

Business

Response:

Mailed refund.We requested that the customer return the plants for refund. Plants were not returned.I have mailed a refund check for $140.97.*We can not issue refunds back to credit cards.

Review: I ordered 6 hydrangeas in May of 2011. They guarantee replacements if they don't survive 1 year. Mine did not. I contacted them (the hosts farm, although it is this business). They said they would replace them. They didn't. I've contacted them several times now, and I just get the run-around. I've given them the order #, my name and address several times. They just keep telling me they don't know why they haven't shipped. It's 2 years now and still nothing !Desired Settlement: They should be forced to honor their guarantee or at least be charged with false advertising.

Business

Response:

Mailed refund check August 20 for $90.00. Plants are no longer available. This order is 2 years old and our records showed we reshipped the plants in June of 2012

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I ordered 10 coneflowers on 3-13-2013. They were shipped to me 5-9-13. When I received them some were dead. I think only 3 survived from this order. Order # is cone-[redacted].They advertise that if the plant dies, they will replace the plants or refund your money.I have tried to contact them numerous times. Their phone # is ###-###-####, but they state they will not answer it. It's not a working phone # anyway.They have 2 email addresses:[email protected] 2nd address is [email protected]. I e-mailed them on 5/19/13 & 5/26/2013. I also called them on 5/26/2013; not a working #. They have not responded to any of my e-mails. I don't know how else to contact them.I would really like my money back.Desired Settlement: I am worried that if I got my plants replaced that they would be dead when they arrived. Therefore, I would like a refund of my money.

Business

Response:

Issued full refund. Had to mail check-we don't store cc #'s.Gorge Top Gardens

Consumer

Response:

The business sent me a full refund. I have received it. Thank you for your intervention!

Review: I ordered plants from 'the hosta farm' (a gorge top business) in june. (6th) when my order did not ship out per the date scheduled by the company, they offered 'winter storms' as an excuse for not having the items. I placed the order in JUNE. no mention was made of any delays when I placed the order. (how/why does a winter storm come up as an excuse two weeks after an order placed in july? one would think that would be the introductory info presented when FIRST ordering, no?! )the company then promised to ship out on july 6th at the latest. I informed them that if they did not have the exact order as promised, to cancel the order and refund the card (specifically-no checks or other kaka, as the purchase was made by cc) immediately. the order has been cancelled, and no refund was issued, in spite of '[redacted]''s (the rep emailing me) claim that a refund was issued. today my bank shows no refund (i initiated a claim w/ [redacted] today). this company has MULTIPLE complaints about them on gardening websites, and their only answer seems to be how great they are as a company and having [redacted] as a customer. I wonder if that's coincidence? after all, [redacted] was also investigated for fraud, no ? everyone needs to stay far away from 'the hosta farm//gorge top gardens. they are a scam company that sends people the wrong stock, and makes it very difficult to get resolution after cancelling orders. i'm also contacting the atty gen's office in VA, and filing a complaint for fraudulent activity w/ the FBI. this company still owes me $138.45Desired Settlement: this 'company' needs to credit my cc back in the sum of 138.45. yesterday.

Review: Plants charged Aug. 13. To be shipped by UPS ground when charged. To maintain health of plants, they are not to remain on truck for extended periods. Ten days after being charged, the plants have not been received. Tried to call them - their phone service is cut off. Have emailed - got no response. Their delivery schedule on their website stops at June. Their link to UPS to track the order doesn't work.Desired Settlement: Credit posted to my credit card.

Business

Response:

We show this order has shipped. The consumer must have forgotten that they selected Sept. 2 as their desired ship date.

Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you for following up on my complaint. When checking my email order copy, it is correct that the shipment date on the order was September 2, but I do not recall actually selecting a shipping date and therefore did not notice. However, when my account was charged I assumed I would be receiving the plants within 7 to 10 days. Catalog orders from other vendors are usually charged on the date of shipment of the article. I did receive the plants. They all appeared to be healthy and I planted them immediately. They looked like they had been prepared lovingly by hand for shipment. I did write to The Hosta Farm and told them so. I also suggested they make it clearer on their website about their shipment calendar stopping in June and why their phone and fax are not working. Clearer communication with potential customers would alleviate many of the complaints registered on reviews. [redacted]

I ordered eight hosta plants on July30,2015, to be delivered by September 2015. As of

this date, (Nov. 1, 2015) I have not received any of my order. I have called several times and they do not return my calls, also, I have e-mailed them to no avail. I would like a full refund of $69.25. My order #[redacted].